Consultant, Production Application Support – Mainframe NDM Operations

What you’ll be doing

You’ll be joining CIBC’s Infrastructure Operations and Networks team. You’ll be responsible for providing investigation and second level support on client issues, technical issues, system/web site outages and questions from all internal and external application by maintaining, prioritization and addressing to respective CIBC technology groups and vendors. You’ll be responsible for maintaining the production applications and day-to-day operational activities, manage escalations and modify established procedures / approaches to suit specific situations including 24 x 7 support and coordination of recovery efforts.

A very significant portion of this role will involve hands‑on support of NDM file transfer services in a production environment, including monitoring, troubleshooting, incident resolution, and coordination with internal and external technology teams and vendors.

• NDM Production support - Investigate and define operational issues and prioritize based on severity, risk and/or strategic business needs. Manage issue logs and Contact Centre requests. Design and implement solutions to prevent recurrence with the end goal of ensuring clients satisfaction.
• Operational Excellence - Manage issue logs, incident queues, and service requests related to NDM and associated mainframe platforms. Ensure timely resolution based on severity, risk, and business impact.
• Partnership - Work as a regular liaison with business partners, technology partners, senior management team, internal and external clients. Ensure internal clients are well‑informed of the team mandate and nature, including relevant policies and legislation changes. Promote and support the concepts, products and services of the Channel Support area.
• Projects delivery - Act as subject matter expert in the assessment of impacts for planned system changes and projects, ensuring compliance with relevant organization standards (Business, Continuity, Security, Compliance, and Privacy); develop and maintain productive relationships with Technology, QA, Project team and others. Research, evaluate and support the development and implementation of new and/or revised policies, procedures and standards. Investigate, research and provide recommendations on issues and system outages.
• Continuous Improvement - Identify opportunities to improve NDM processes, monitoring, automation, and documentation to improve stability and reduce recurrence.

• You can demonstrate minimum 5 years’ experience in Mainframe applications, with proven hands‑on experience in NDM file transfer services in a production environment. You have working knowledge of IMS, DB2, and CICS, and understand how NDM integrates with broader Mainframe and distributed systems. You have supported NDM incident management, troubleshooting, and file transfer workflows, including coordination across multiple technology teams.
• Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise.
• You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends.
• You know that details matter. You notice things that others don't. Your critical thinking skills help to inform your decision making.
• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.
• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and Moment Makers, our social, points‑based recognition program.

• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.

• We cultivate a culture where you can express your ambition through initiatives like Purpose Day;…